Frequently asked questions

Message from our Chief Executive

Please click below to read our January 2021 update from our Chief Executive.
Services and website update to our customers, January 2021
Last year was an extraordinary time of great change and adjustment for all of us. This is never more true than for our organisation that has been dealing not only with the challenges presented by the pandemic, but also with the issues created by changing to a new website and IT system. We must learn from 2020 and go into 2021 with continued focus and energy, and a determination to offer solutions, improvement and excellence to our customers.

Certainly, we know that many of our customers have not had the experience they deserve and expect from The Kennel Club in recent months. Not least our normal high service levels and fast turn-around have been severely impacted, and for this we apologise. In part, this has been caused by a significant increase in registration volumes, which were up 15 percent year on year. There was a significant upturn in the final quarter of the year, which also coincided with the backlog of applications created by the suspension of registrations for ten days in September and the lockdown period, which has had an inevitable impact on our speed of processing.

But most of all – and we make no bones about this being our primary challenge - we have had to tackle the issues that have come with the implementation of our new database.

I have spent the past four months, since our new IT system was implemented, getting to grips with our challenges and helping to find solutions and I would like to update you not only on where we are now, in terms of dealing with customers’ issues and concerns, but also where we hope to be in the coming months, as we look to return to a first class service of which we can be proud.

A lot of progress has certainly been made. Operationally, our key priority has been to improve turnaround times for registrations and other applications. We have been rolling out a staffing strategy, taking on and training new team members so that we can deal with customer queries more quickly and efficiently. Currently, we are well within the 28 day period that we ask customers to allow for litter registrations. Although figures will fluctuate we are confident we will stay well within this period, and at this point litter registrations are taking an average of 11 days, or 48 hours for Assured Breeder litters and Find a Puppy online litters, and change of ownership is taking 15 days. Paper registrations are taking less than the 28-day period that we ask customers to allow, but we do remind customers that the current lockdown and significant national delays with Royal Mail will mean that paper litter applications in particular will be impacted, and we do advise to use online applications where this is possible. The arrival of litter registrations may also take longer for this reason, but we will be sending out notifications to litter registration customers of their unique ownership code and pedigree registered name so that the puppies can be transferred to their new owners, as soon as they are processed.

However, despite these turnaround times, there are too many people who are still – or who were up until recently - caught in a backlog from the switchover to our new system, particularly those waiting for Import Pedigree and Kennel Names, and we offer our sincere apologies to these customers. We want to make it clear that those people whose documents are still outstanding or who are awaiting corrected information, are our absolute priority. As such, we are putting increased resource behind these issues and hope to resolve them soon.

Furthermore, we are very conscious that whilst the average waiting time in the call centre has reduced significantly, this is still far too long and neither do our email response rates meet our expected service levels. For this reason, we have implemented a continuous recruitment cycle and training strategy and hope to see these times fall significantly in the coming weeks.

Finally, in relation to customer service and delivery of documentation, I just want to acknowledge that as the system bedded in, we experienced technical issues and bugs that resulted in errors and duplicated paperwork, which has been a source of disappointment for our customers and for us as an organisation. We have been working hard with our suppliers to deal with a number of software bugs and have been rectifying any mistakes that followed. We will continue to deal with any issues as swiftly as possible.

In relation to the website, we would like to thank customers for their feedback, which we have been listening to and will continue to listen to as we further develop and improve the site. Just recently, we have reinstated the second generation pedigree view when using the Dog Look Up Service (also known as the Health Test Finder). Website users no longer need to log in to use this service, and the titles of dogs, for which people work incredibly hard (such as Ch and JW) have now been added, as a new feature. We have also made changes to the search functions to make it more intuitive and sophisticated. When using the Find a Puppy service, we have removed the key word search and provided a drop-down list of breeds to ensure breeders are receiving emails only for the breeds for which they are listed. Other filters allow website users to search for the location and sex of the puppy. It is also possible to refine the search to look for Assured Breeders as well as for litters produced by dogs with health test results recorded on The Kennel Club database. We have received very positive feedback about these changes, which is heartening, but we also realise that these changes are the minimum that our customers expect and deserve.

Work is also now underway on the functionality and enhancements of our Find a Club, Find a Judge and Find a Show services, and we will be bringing these valuable tools back as soon as we are confident that they meet the required standards.

There are many other areas for development, not least enhancing our customers’ experiences when accessing the vital information and tools to help breeders produce and puppy buyers find, healthy pups, and these are amongst the issues at the forefront of our minds as we make developments in the future. We have made progress in this area, for example health tests are now displayed on the Find a Puppy search for parents, which is a useful tool for puppy buyers seeking responsibly bred puppies and which was not available on our old site.

Finally, I would like to reassure customers that The Board and the Risk and Assurance Committee of The Kennel Club have, as previously promised, commissioned a review of the IT and new website project, in order to ensure that significant learnings and improvements are made for the future. This process is already underway, being led by Grant Thornton and the report will look at project conception, vision, business planning, governance, programme management and execution. The interview sessions will include our consultants and developers, Hartsquare and Felinesoft, the Nexus Programme Board and business leads.

Despite the issues past, and those remaining presently, we are listening to our customers and we have made progress and I am incredibly proud of all of the staff who have worked so tirelessly in these challenging times. We have now migrated more than 40 million records onto our new platform and whilst we know we still have many improvements to make, this new system will deliver an enhanced customer experience that will stand us in the best stead to take on the exciting and valuable projects of the future.

On a personal note, I would just like to say that I started the job of Chief Executive of The Kennel Club a few months back with pride, because it is an organisation that offers something unique in terms of the length and breadth of its reach in the dog world and the impact that it has on improving dog health and welfare. The Kennel Club achieves so much with its charitable, scientific and educational work and there are a great many exciting projects ongoing and in the pipeline. This ranges from taking the lead with parliament and the devolved administrations on issues that affect dog owners and breeders to continuing our work to deliver solutions that improve dog health. 2021 will see the launch of the IVDD Scheme to improve Dachshund health as they continue to boom in popularity and the pledge of over £250,000 from The Kennel Club Charitable Trust to advance research into brachycephalic health, in addition to international collaboration with other organisations so that the Respiratory Function Grading Scheme is available abroad to improve brachycephalic health globally.

I am confident and optimistic about the future but you, our customers, are the centrepiece of this journey. I give you my assurance that we will resolve the remaining customer service issues and offer further online improvements. We’re hearing your views, we’re asking ourselves the difficult questions and we’re working through the solutions - and we remain focused on leading the work that will help us to fulfil the vision of making a difference, for dogs and their owners.

Mark Beazley
Chief Executive, The Kennel Club

Update to customers

Please note that due to the current lockdown restrictions, the processing of postal applications will be severely impacted due to the closure of our offices and we would request that you do not send any postal applications to us. All  services are available to apply for online with the following exceptions.

Litter Registration (Form 1) Exceptions:
  • Adding puppies to an existing litter
  • Naming a litter using more than one Kennel Name
  • Dam is over the age of eight years old at the date of whelping
  • Litter that has multiple sires
  • Belgian Shepherd Dogs, Chihuahuas (Smooth Coat), Collie (Smooth) and Collie (Rough) and Dachshunds – in the case of a different breed being produced, i.e. long coat
In addition following services are also not available online: 
  • Variation of a Kennel Name (Form 11)
  • Permission to breed from a dam who is over 8
All online applications are still be being processed as normal within 28 days subject to them not requiring further information. We will aim to process postal applications as soon as  restrictions are lifted.  We are sorry for any inconvenience caused.
My order is over 28 days what can I do?
If your order is over 28 days you can email us once to let us know. Please state the following information :
  • If your order was completed via post or online
  • Email address you used to place your order, where relevant 
  • What your order was for
  • Invoice number
  • Name and Kennel Club number of dog if your order is in relation to anything outside of a litter registration application

Please be assured we will respond to you as soon as possible. Multiple emails however can delay our response times and we kindly request you only send us one email to let us know.

Frequently asked questions

Below you can find step-by-step guides on how to use The Kennel Club's website.
New user
If you are a new user, please use our step by step guide to create an account. 

1. Go to the right-hand corner and click 'login'



2. Click 'sign up now'

 
3. Enter your email address

4. Click 'send verification code'

5. Look in your inbox for a six-digit code

6. Click 'verify code'

7. Choose a password

 

8. Enter your details for your account

 

9. Sign up to preferences

 
10. Go to your account

Previous MyKC or Academy user
Please create an account on our new website using the same email address that you have used previously (such as for myKC or The Kennel Club Academy). You will need to create a new password. Using the same email address will mean you should still be able to see all of your registered dogs.
What do I do if I can't see my data, such as registered dogs?
If you have created an account with the same email address you have used with The Kennel Club previously and believe there is information missing from your account such as your registered dogs, then we may just need to clean up some of your data first. The quickest way to get help is if you fill in the missing information form in your account.
Services unavailable

We are currently undergoing maintenance across the following services and aim to have them back up and running from the end of October. Services currently unavailable are: 

  • Find a Club
  • Find a Judge
  • Find a Show
  • Find a Rescue

Litter registration

When will I receive my documents?

We are currently experiencing a high volume of applications at the moment. We aim to process these as quickly as possible, however in some instances, it can take up to 28 days from the date of your submission to the documents arriving with you. We ask during this time that you do not email or call as we are unable to respond to everyone and this may only cause additional delay. Applications are being processed in date order so please bear with us.  

How do I help my puppy buyers?

We appreciate that it can be difficult for your puppy buyers to be assured you have applied for a litter registration with us. Please use the email we have sent you as proof that you have submitted an application with The Kennel Club and subject to your application meeting all the relevant checks for approval, your documents will be posted within the 28 day window.

What happens to my Kennel Club Pet insurance?

We would like to reassure customers that all aspects of The Kennel Club Pet Insurance website are working as usual. You can still activate free insurance for your litters and their new owners, 24 hours a day, 7 days a week. You may not be able to use your puppy's registration number to activate cover, however you are still be able protect your litters with 5 weeks free insurance. Visit The Kennel Club Pet Insurance website and enter the puppies' and owner's details to activate today.

How do i select the sire on the online litter registration?

1. If you do not own the sire, you just need to select the drop down:

2. Then select i do not owner the sire:

3. When you are asked 'Is the sire an overseas stud dog?' the response will default to no. Then click 'continue'

4. Select button for either sire's registered number or sire's stud book number

Online account

How to create an account

1. Go to the right-hand corner and click 'login'



2. Click 'sign up now'

 
3. Enter your email address

4. Click 'send verification code'

5. Look in your inbox for a six-digit code

6. Click 'verify code'

7. Choose a password

 

8. Enter your details for your account

 

9. Sign up to preferences

 
10. Go to your account

How to change your password

1. Go to the right-hand corner and click 'login'

 
2. On the left-hand navigation, go down to 'update password'

 
3. Enter your email address

 
4. Confirm the verification code

 

5. Enter a new password

 

6. Your password will be updated

Forgotten password

1. Go to the right-hand corner and click 'login'


 
2. Click on 'forgot your password?'


 
3. Enter your email address


 
4. Confirm the verification code


 
5. Enter a new password

 

How to find The Kennel Club Academy

1. Go to the right-hand corner and click 'login'

 
2. Sign into your account

3. Once in your account on the left-hand side you will see the title 'Academy'

 
4. Click on 'Academy' and it will take you to the new Academy dashboard

 
5. Once in your dashboard, you can complete courses and assessments

Managing your litter advert for Find a Puppy (if purchased in litter journey)

1. Once your litter has been approved you will be able to create your advert

2. Go to the right-hand corner and click 'login'

 
3. Click on 'my registrations'

 
4. Scroll down to the litter and select 'view litter details' on the litter you wish to advertise

 
5. Click on 'edit advert preferences'

6. You can upload up to four images with captions - these could be of the whole litter, dam/sire and individual puppies. One image can be selected as the main image – this is what will appear on the results tile in Find a Puppy

Managing your litter advert for Find a Puppy (if not purchased in litter journey)

1. If you prefer, you can create an advert for Find a Puppy after you have paid for your litter registration. This can be managed via your online account. First, you will need to wait for your litter to be approved and you will then be able to create your advert

2. Go to the right-hand corner and click 'login'

 
3. Click on 'my registrations'

 
4. Scroll down to the litter and select 'view litter details' on the litter you wish to advertise

 
5. Click on 'edit advert preferences'

6. Once here, you can purchase your advert

 
7. Once purchased, you will be presented with a screen which says 'manage your purchased litter advert'

 

Removing your litter advert for Find a Puppy

1. Go to the right-hand corner and click 'login'

 
2. Click on 'my registrations'

 
3. Find the litter you wish to remove

4. Scroll down to the litter and select 'view litter details' on the relevant litter

 
5. Click on 'advert settings'

 
6. Move the slider which says 'advert published' to deactivate the advert

 

Marking individual puppies as sold

1. Go to the right-hand corner and click 'login'

 
2. Click on 'my registrations'

 
3. Find the litter with the puppy you want to mark as sold

4. Scroll down to the litter and select 'view litter details'

 
5. Click on 'advert settings'

 
6. Click on the box which says 'sold'

7. The puppy will now be marked as sold

Dog look up, Health Test Results Finder and CoI

How do I look up a dog?
If you would like to look up a dog's pedigree or health test results, you can do so by using our Health Test Results Finder. This can be found within your account or by visiting the health section of the website.
Where do I find the Inbreeding Coefficient calculator?
The Inbreeding Coefficent calculator can be found within your account login or in the breeding and health sections of our website.

Clubs

How to cancel a listed status club subscription
If you would like to cancel your listed status application, please email us: 
How to order Good Citizen Dog Scheme stationery online

1. Go to the right-hand corner and click 'login'

 
2. Switch from your account to the club profile account

3. Click the Good Citizen Dog Scheme stationery order form

4. If you are not logged in, it will give you an error message

5. Complete all the relevant details on the form and add your products to your cart. You will then be able to complete your payment method

How to submit your club results

1. Go to the right-hand corner and click 'login'

 
2. Switch from your account to the club profile account

 
3. Go to 'show diary'

 
4. Scroll down to 'past shows'

5. Click on 'add results'

  

6. Enter all results into one of our Excel templates provided

7. Upload the Excel file by clicking on the 'upload results' button

 
8. Results are submitted

 

How to apply for your show/trial application and receive your licence

1. Go to the right-hand corner, click 'login' and enter your details

 
2. Switch from your account to the club profile account

 
3. A link to the show/trial application will be displayed on your dashboard

Subscriptions

How to manage your membership subscriptions online

1. Go to the right-hand corner and click 'login'

 
2. Sign into your account 

 
3. Click on 'my subscriptions'

 

Renewing subscriptions and memberships

Auto renew

If you have subscriptions/memberships set to automatically renew (i.e. via a direct debit), we will automatically renew your subscription for another term. If the renewal payment amount or the payment date has changed from your existing subscription, we will send you a notification of this change via email six weeks prior to the renewal due date.

Manual renew

If you didn’t select to automatically renew your subscriptions/memberships, we will ask you to manually make payment to ensure the continuation of your subscriptions. You can do this within your online account under the section called 'my subscriptions'. You will be notified of upcoming manual renewals prior to the subscription renewal date. 

You can manage your subscriptions within the 'my subscriptions' area of your online account. Customers who have subscriptions set to manually renew will be able to make online payments via the 'my subscriptions' area of their account 14 days prior to the renewal date.